Job Introduction
At HCRG Care Group our approach to delivering healthcare services is innovative, refreshing and above all caring. We are committed to putting patient care first and we are looking for dedicated professionals who share our values and our passion for delivering quality care.
Based at our Care Coordination Centre (CCC) in Peasedown, Bath and North-East Somerset (BaNES), you will work with our non-clinical team of Care Coordinators that provide exceptional, consistent levels of service to both our patients and our clinical teams over the phone and IT systems.
Working closely with Duty Clinicians, Nurses, Wellbeing, Social Care and Integrated Care Teams you will report into our Care Coordination Team Leaders. You will support our first point of contact; providing information/advice/signposting and managing referrals, appointments and patient correspondence for a range of community healthcare services.
Main Responsibility
- Handle the first line telephone calls into the CCC in line with local Standard Operating Procedures, using quality tools and the SBAR communication framework.
- Deal with referrals by phone, electronic system, or email and directing these referrals to the relevant professionals.
- Follow guidelines/protocols and work with clinical colleagues to ensure patients and service users are directed to the correct services in a timely fashion.
- Record all calls and referrals accurately for Service Users and Carers on various client information systems, following agreed procedures.
- Signpost the public to information on VCL Services and alternative services provided by other statutory and voluntary agencies.
- Book and administrate planned clinical appointments and collate and send information and appointment letters to patients.
- Produce and distribute information for cascade when required.
- Order routine goods and services to support the CCC and services.
- Provide support around incoming and outgoing written correspondence from the organisation (letters and emails);
- Use of clinical recording and workflow management systems include SystmOne, Smartsheets and the RIVIAM referral management system.
- Produce documents in Word and Excel.
- Support the development and transformation of the BaNES CCC.
- Work within teams and support colleagues as subject matter experts.
- Attend, contribute to and, where necessary, complete minutes or live records of 1-1s, Team Meetings, Clinical Multidisciplinary Team Meetings and quality audits.
- Complete mandatory training including Information Governance and Safeguarding.
The Ideal Candidate
You will have the ability to work both independently and also as part of a wider multidisciplinary team. You will have the necessary skills to accurately follow agreed service processes and procedures and deliver quality service. You should be able to assess risk and operate with appropriate discretion. It is expected that you should have strong communication and organisation skills and a flexible approach which will ensure you deliver positive experiences to patients at every stage of their healthcare journey.
You will also need to be confident using and learning IT systems and be able to demonstrate working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel.
Desirable qualities include:
- Experience interacting with patients and/or customers.
- Exposure to medical practice / healthcare environments and systems.
- Knowledge of national rules for NHS data capture (e.g. Referral to Treatment).
- Professional telephone experience.
- Experience working to targets.
- Knowledge of local services.
- Experience of person-centred planning.
Package Description
You will feel valued as a Care Coordinator within HCRG Care Group, receiving access to exclusive rewards and benefits including:
- A salary of £19,737 (pro rata) and access to our group pension
- Laptop that can help you lead a perfect work/life balance
- MyWellness – a health and lifestyle platform covering mental health awareness and support, healthy recipes & activity challenges and access to our free well-being service available 24/7/365 online and by telephone including; counsellors, post trauma incident support, legal, debt and practical life management helpline, guided self-help, telephonic career coaching and monthly well-being newsletters
- Access to Reward Gateway - our staff benefits scheme which grants you access to premium offers and discounts on practical spending at national supermarkets and well known retailers as well as special treats like Virgin Experience Days and Leisure Vouchers
- We are pleased to offer access to Wagestream -which lets you track your pay throughout the month and stream your earned wages into your bank account if you need them. No more high-interest loans or overdraft fees - simply get paid as you go.
- 25 days holiday plus Bank Holidays.
- Access to a range of courses and e-learning to develop further skills, bespoke career pathways and opportunities continuing your professional development
- Innovative forward-thinking culture with the opportunity to put forward your ideas to contribute to the way we work. You will be encouraged to apply for national funding to drive your initiatives locally to benefit our patients and service users
- Rewarding and supportive teams, you will be recognised and have opportunities to recognise others by nominating for local and national awards annually and taking part in our new virtual “Ask our Executives” event, where you can submit questions to the board and hear updates regularly on company strategy and objectives
- Working in an environment focused on the highest clinical and quality standards with 100% of our services being rated overall good or outstanding by the Care Quality Commission
About the Company
We change lives by transforming health and care.
Established in 2006 by our Chief Executive Dr Vivienne McVey and like-minded colleagues, we are one of the UK’s leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services.
From around 500 locations across England, we support communities of many millions and directly help more than half a million people each year – guided by our simple values: we care, we think, we do.
We’re committed to equal opportunities and welcome a broad diversity of talent to apply. We reserve the right to cease any advertising prior to the published closing date for a role that receives a high number of applications.
As a Disability Confident Committed company, we work in partnership with the Department of Work and Pensions (DWP) to provide facilities, work environment adjustments and technical solutions to make our business an inclusive place for all.
HCRG Care Group is committed to safeguarding and protecting the children, young people and vulnerable adults that we work with. As such, all posts are subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our services.
HCRG Care Group, its subsidiary companies and the LLPs are part of the HCRG Care Group and provide publicly funded health and social care services. If you would like to know a little more about how we use your information, please see our website’s privacy policy.
From 11 November 21, as a result of new legislation, anyone over the age of 18 who enters a Care Home as part of their job must have had both doses of a COVID-19 vaccination or hold a valid medical exemption. As part of our pre-employment process we will therefore ask you to provide:
* proof of your vaccination status via the NHS Covid Pass (either electronically or via the PDF)
* A signed copy of the temporary medical exemption form. Further details about the legislation can be found on the government website.